Client Experience Manager

Responsibilities

• Own daily, weekly, and monthly support metrics including CSAT, FRT, and cost per unit
• Lead, train, and develop a team of support professionals through coaching and feedback
• Serve as the escalation point for complex or high-touch client issues
• Partner with Onboarding, Merchant Success, and Operations to ensure a seamless client journey
• Identify support trends and opportunities for automation or process improvement
• Contribute to documentation, training initiatives, and operational playbooks

Requirements

• 3–5 years of experience managing customer-facing teams
• Experience in logistics, eCommerce, SaaS, or B2B services preferred
• Proven track record of improving CSAT and case resolution metrics
• Proficiency with tools such as Salesforce, Gorgias, Intercom, or Zendesk
• Strong written and verbal communication skills
• Experience coaching and scaling individual contributors

Preferred Qualifications

• Experience working with 3PLs
• Experience in high-growth startup environments

About the Company

ShipMonk is a tech-powered growth partner for ecommerce brands, operating a global network of fulfillment centers. They provide cutting-edge technology and real-time inventory visibility to help high-growth DTC brands scale efficiently.